Job description
What We NeedFLEETCOR is currently looking to hire a Collections, Senior Manager within our Collections division. This position falls under our NA Fuel line of business and sits in Houston, TX. In this role, you are accountable for managing, coordinating, and developing a highly trained and effective organization to efficiently manage the collections function. This position is responsible for strategy, policy and procedure, analytics, and operational support across contributing functions. The role directs identification and prioritization of work to support department and FLEETCOR objectives. This position will ensure the implementation and oversight of the most effective and compliant collection policy and practices in accordance with regulations. As the Senior Collections Manager you will play an instrumental role in the organization, interacting with customers, our sales team and management to improve collection performance as well as assisting in the dispute resolution process. This role is in charge of building a best-in-class operation, developing processes, providing functional expertise, constantly seeking efficiencies and driving stakeholder engagement & commercial success with an emphasis on exceptional customer service. You will report directly to the Senior Director, Collections and regularly collaborate with various teams.
How We Work
As a the Collections, Senior Manager, you will be expected to work in a virtual (Houston-local) environment. FLEETCOR will set you up for success by providing:
- Home office set-up
- Company-issued equipment + remote access
- Monthly home internet stipend
The responsibilities of the role will include:
- Overseeing the day-to-day operations of the internal collections team
- Establishing, implementing, and maintaining appropriate policy for business office staff to meet monthly corporate goals and facilitate smooth operations
- Working with upper management to maintain the internal collections flow with our digital, near shore and third-party agency strategies
- Producing and maintaining all collections reporting
- Ensuring departmental KPI’s and service level requirements
- Monitoring all statistical reporting to resolve trends and determine deficiencies
- Maintaining bad debt at or below current metric
- Maintaining the monthly Write-off process
- Working directly with the Credit and Fraud teams to understand current initiatives and trends to further reduce losses
- Hiring, coaching, developing, and training team members, cultivation talent, communicating performance level expectations of the leadership team, as well as developing front line members
- Working with the business team to provide accurate forecasting models to develop real time and future delinquency reduction strategy models and action plans
- Maintaining monthly goals and incentive program for frontline agents
- Being the primary escalation point for direct reports
- Conducting staff meetings to enhance communications and expectations of employees
- Performing supervisory responsibilities in accordance with the organization’s policies and laws
- Evaluating current procedures and practices in accomplishing departmental objectives, develop and implement new and improved procedures and practices as needed
- Performing other duties as assigned
- Bachelor’s degree preferred and/or 10+ years of relevant experience
- 10+ years’ experience in B2B Credit and Collections
- Well versed with various regulatory requirements (ECOA, Reg B, Reg Z, FCRA, TCPA) required
- Call Center Management and experience in a Scaled Collections environment preferred
- Strong understanding of Analytics, Predictability Scoring and Data Driven collections routing is required
- Possess high level critical thinking, written communication and presentation skills
- Experience in managing 3rd party agency partners
- Experience with Legal Collections
- Proven experience in managing large teams (50+)
- Proven experience in designing and executing against a process
- Medical, Dental & Vision benefits available the 1st month after hire
- Automatic enrollment into our 401k plan (subject to eligibility requirements)
- Virtual fitness classes offered company-wide
- Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
- Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
- Philanthropic support with both local and national organizations
- Fun culture with company-wide contests and prizes
Our Company & Purpose
FLEETCOR is a global leader in business payments, laser focused on developing smarter ways for businesses to pay their expenses. Since 2000, FLEETCOR has developed innovative digital solutions that help businesses better track, manage, and pay their expenses. Today, FLEETCOR is an S&P 500 company with hundreds of thousands of customers using our products in over 100 countries. Companies of all sizes, industries and geographies rely on our product portfolio to manage spending more quickly, efficiently and securely than ever before.
We embrace a culture grounded in five key values: integrity, collaboration, innovation, execution and people. These values offer you the opportunity to ‘thrive & grow’ through career development, volunteer, community, and wellness initiatives. This allows you to create a balance between professional goals and personal achievement.
FLEETCOR is also committed to building and nurturing a culture of diversity, inclusion, equality, and belonging by:
- Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations
- Empowering our people to share their experiences and ideas through open forums and individual conversations
- Valuing each person’s unique perspectives and individual contributions
Equal Opportunity/Affirmative Action Employer
FLEETCOR is an Equal Opportunity Employer. FLEETCOR provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.
For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency
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